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<h1>Technical Support</h1>
<p>If you have a question about a MicroStrategy product, you should first 
 take the following steps: </p>
<ol type="1" class="whs1">
	
<li class=p><p>Refer to the product manuals, online help, readme file, 
 and release notes. </p></li>
	
<li class=p><p>Consult the online knowledge base at the MicroStrategy 
 website. See 
<a href="https://resource.microstrategy.com/Support/mainsearch.aspx">https://resource.microstrategy.com/support</a>. 
 </p></li>
</ol>
<p class="whs2"><span style="font-weight: bold;"><B>Note</B></span>: 
 If your organization has a Technical Administrator, this person may be 
 able to help you resolve your issue immediately.</p>
<h2>MicroStrategy Knowledge Base </h2>
<p class="whs3">The Knowledge Base is a repository of technical 
 documentation aimed at providing 24-hours, seven-days-a-week online technical 
 support. The Knowledge Base is located under the Knowledge Base’ link 
 at 
<a href="https://resource.microstrategy.com/Support/mainsearch.aspx">https://resource.microstrategy.com/support</a>. 
 </p>
<p class="whs3">The Knowledge Base consists of: &nbsp;</p>
<ul type="disc" class="whs4">
	
<li class=p><p class="whs3">Troubleshooting documents 
 &nbsp;</p></li>
	
<li class=p><p class="whs3">White Papers &nbsp;</p></li>
	
<li class=p><p class="whs3">Frequently Asked Questions 
 (FAQs) &nbsp;</p></li>
	
<li class=p><p class="whs3">Release Notes </p></li>
	
<li class=p><p class="whs3">Readmes </p></li>
</ul>
<p class="whs3">The Knowledge Base is available to all MicroStrategy 
 employees, distributors, partners and customers with licensed, active 
 maintenance agreements. It is also available to all evaluating customers 
 for the duration of the evaluation period. The Customer can log on to 
 the Knowledge Base via 
<a href="https://resource.microstrategy.com/Support/mainsearch.aspx">https://resource.microstrategy.com/support</a> 
 after obtaining a MicroStrategy Internet account. <span style="font-weight: bold;"><B>Note</B></span>: 
 Access to the Knowledge Base is not restricted to Support Liaisons. All 
 employees of a Customer are eligible to access the Knowledge Base.</p>
<p class="whs3">To request a MicroStrategy Internet account, 
 please complete the following form located on the MicroStrategy website: 
 
<a href="https://resource.microstrategy.com/Login/createUser.aspx">https://resource.microstrategy.com/Login/createUser.aspx</a>.</p>
<p class="whs3">&nbsp;</p>
<h2>Technical Support</h2>
<p class="whs3">If these resources do not provide you with 
 a solution, a Support Liaison should contact MicroStrategy Technical Support. 
 The Online Support System is the mechanism in which the Support Liaison 
 can log new cases with Technical Support or check the status of existing 
 cases online. The Online Support System is located at 
<a href="https://resource.microstrategy.com/Support/mainsearch.aspx">https://resource.microstrategy.com/support</a>. 
 </p>
<p class="whs3">A &quot;Support Liaison&quot; is defined as 
 a person whom the customer has designated as a point-of-contact with MicroStrategy’s 
 support personnel. All customer inquiries and case communications must 
 come through these named individuals. The customer may designate two employees 
 to serve as their Support Liaisons. Customers may change their Support 
 Liaisons two times per year, if necessary, so long as they provide written 
 notice to MicroStrategy Technical Support of such change. </p>
<p class="whs3">During the course of troubleshooting and researching 
 issues, MicroStrategy Technical Support personnel may make recommendations 
 that require administrative privileges on the MicroStrategy projects or 
 that assume that the designated liaison has a security level that permits 
 them to fully manipulate the MicroStrategy projects and has access to 
 potentially sensitive project data such as security filter definitions. 
 Although not a requirement, we recommend that customers only designate 
 Support Liaisons who have permissions to be MicroStrategy project administrators. 
 This will eliminate security conflicts and improve case resolution time. 
 </p>
<p class="whs3"><span style="margin-left: 40px;">P</span><span 
 style="margin-left: 0px;">lease refer to the terms of your purchase agreement 
 to determine the type of support available to you. Also refer to the technical 
 information you should prepare to give to Technical Support, listed in 
 
<a HREF="Technical_Support_info.htm">Information needed for Technical 
 Support</a>.</span></p>
<h3>Ensure issues are resolved quickly</h3>
<p>Before logging a case with MicroStrategy Technical Support, the Support 
 Liaison may follow the steps below to ensure that issues are resolved 
 quickly:</p>
<ol type="1" class="whs1">
	
<li class=p><p>Verify that the issue is with MicroStrategy software 
 and not a third party software.</p></li>
	
<li class=p><p>Verify that the system is using a currently supported 
 version of MicroStrategy software by checking the Product Support Expiration 
 Schedule at 
<a href="http://www.microstrategy.com/Support/Expiration.asp" 
 target=_blank>http://www.microstrategy.com/Support/Expiration.asp</a>.</p></li>
	
<li class=p><p>Attempt to reproduce the issue and determine whether 
 it occurs consistently.</p></li>
	
<li class=p><p>Minimize the complexity of the system or project object 
 definition to isolate the cause.</p></li>
	
<li class=p><p>Determine whether the issue occurs on a local machine 
 or on multiple machines in the customer environment.</p></li>
	
<li class=p><p>Discuss the issue with other users by posting a question 
 about the issue on the MicroStrategy Customer Forum at 
<a href="https://forum.microstrategy.com" 
 target=_blank>https://forum.microstrategy.com</a>.</p></li>
</ol>
<h3>Technical Support Contact Information </h3>
<p class="whs3">Support Liaisons may contact Technical Support 
 in the following ways: </p>
<ul type="disc" class="whs4">
	
<li class=p><p class="whs3">
<a href="#North America">North 
 America</a></p></li>
	
<li class=p><p class="whs3">
<a href="#EMEA">Europe, the 
 Middle East, and Africa (EMEA)</a></p></li>
	
<li class=p><p class="whs3">
<a href="#Asia Pacific">Asia 
 Pacific</a></p></li>
	
<li class=p><p class="whs3">
<a href="#LATAM">Latin America</a></p></li>
</ul>
<h3>
<a name="North America"></a>North America: </h3>
<ul type="disc" class="whs4">
	
<li class=p><p class="whs3">Email: 
<a href="mailto:support@microstrategy.com">support@microstrategy.com</a> 
 </p></li>
	
<li class=p><p class="whs3">Web: 
<a href="https://resource.microstrategy.com/Support/mainsearch.aspx">https://resource.microstrategy.com/support</a></p></li>
	
<li class=p><p class="whs3">Fax: (703) 842-8709 </p></li>
	
<li class=p><p class="whs3">Phone: (703) 848-8700 </p></li>
	
<li class=p><p class="whs3">Message: (703) 848-8709 </p></li>
	
<li class=p><p class="whs3">Hours: 9 a.m. - 7 p.m. EST, 
 M-F except holidays</p></li>
</ul>
<h3>
<a name=EMEA></a>Europe, the Middle East, and Africa (EMEA): </h3>
<ul type="disc" class="whs4">
	
<li class=p><p class="whs3">Email: 
<a href="mailto:eurosupp@microstrategy.com">eurosupp@microstrategy.com</a></p></li>
	
<li class=p><p class="whs3">Web: 
<a href="https://resource.microstrategy.com/Support/mainsearch.aspx">https://resource.microstrategy.com/support</a></p></li>
	
<li class=p><p class="whs3">Fax: <span style="margin-left: 0px;">+44 
 (0) 208 711 2525</span></p></li>
	
<li class=p><p class="whs3">Phone: </p></li>
	<ul type="square" class="whs5">
		
<li class=p><p class="whs3">United Kingdom: +44 (0) 
 208 080 2182 </p></li>
		
<li class=p><p class="whs3">Belgium: +32 2792 0436</p></li>
		
<li class=p><p class="whs3">France: +33 17 099 4737 
 </p></li>
		
<li class=p><p class="whs3">Germany: +49 22 16501 
 0609 </p></li>
		
<li class=p><p class="whs3">Ireland: +353 1436 0916 
 </p></li>
		
<li class=p><p class="whs3">Italy: +39 023626 9668</p></li>
		
<li class=p><p class="whs3">Scandinavia and Finland: 
 +46 8505 20421 </p></li>
		
<li class=p><p class="whs3">Spain: +34 91 788 9852</p></li>
		
<li class=p><p class="whs3">The Netherlands: +31 20 
 794 8425 </p></li>
		
<li class=p><p class="whs3">International Distributors: 
 +44 (0) 208 080 2183</p></li>
	</ul>
	
<li class=p><p class="whs3">Hours: </p></li>
	<ul type="square" class="whs5">
		
<li class=p><p class="whs3">United Kingdom: 9 a.m. 
 - 6 p.m. GMT, M-F except holidays </p></li>
		
<li class=p><p class="whs3">EMEA (except UK): 9 a.m. 
 - 6 p.m. CET, M-F except holidays </p></li>
	</ul>
</ul>
<h3>
<a name="Asia Pacific"></a>Asia Pacific: </h3>
<ul type="disc" class="whs4">
	
<li class=p><p class="whs3">Email: 
<a href="mailto:apsupport@microstrategy.com">apsupport@microstrategy.com</a></p></li>
	
<li class=p><p class="whs3">Web: 
<a href="https://resource.microstrategy.com/Support/mainsearch.aspx">https://resource.microstrategy.com/support</a></p></li>
	
<li class=p><p class="whs3">Fax: </p></li>
	<ul type="square" class="whs5">
		
<li class=p><p class="whs3">Korea: +82 2 560 6555</p></li>
		
<li class=p><p class="whs3">Japan: +813 3511 6740</p></li>
		
<li class=p><p class="whs3">Asia Pacific (except Australia, 
 Japan, and Korea): +65 6303 8999</p></li>
	</ul>
	
<li class=p><p class="whs3">Phone: </p></li>
	<ul type="square" class="whs5">
		
<li class=p><p class="whs3">Australia: +61 2 9333 
 6499</p></li>
		
<li class=p><p class="whs3">Korea: +82 2 560 6555</p></li>
		
<li class=p><p class="whs3">Japan: +81 3 3511 6720</p></li>
		
<li class=p><p class="whs3">Asia Pacific (except Australia, 
 Japan, and Korea): +65 6303 8969</p></li>
	</ul>
	
<li class=p><p class="whs3">Hours: </p></li>
	<ul type="square" class="whs5">
		
<li class=p><p class="whs3">Japan and Korea: 9 a.m. 
 - 6 p.m. (Tokyo), M-F except holidays </p></li>
		
<li class=p><p class="whs3">Asia Pacific (except Japan 
 and Korea): 8 A.M.-6 P.M. (Singapore) Monday-Friday except holidays</p></li>
	</ul>
</ul>
<h3>
<a name=LATAM></a>Latin America: </h3>
<ul type="disc" class="whs4">
	
<li class=p><p class="whs3">Email: 
<a href="mailto:latamsupport@microstrategy.com">latamsupport@microstrategy.com</a></p></li>
	
<li class=p><p class="whs3">Web: 
<a href="https://resource.microstrategy.com/Support/mainsearch.aspx">https://resource.microstrategy.com/support</a></p></li>
	
<li class=p><p class="whs3">Fax: </p></li>
	<ul type="square" class="whs5">
		
<li class=p><p class="whs3">LATAM (except Brazil and 
 Argentina): +54 11 5222 9355</p></li>
		
<li class=p><p class="whs3">Argentina: +54 11 5222 
 9355</p></li>
		
<li class=p><p class="whs3">Brazil: +55 11 3044 4088</p></li>
	</ul>
	
<li class=p><p class="whs3">Phone: </p></li>
	<ul type="square" class="whs5">
		
<li class=p><p class="whs3">LATAM (except Brazil and 
 Argentina): +55 11 5222 9360 </p></li>
		
<li class=p><p class="whs3">Argentina: 0 800 444 MSTR</p></li>
		
<li class=p><p class="whs3">Brazil: +55 11 3054 1010</p></li>
	</ul>
	
<li class=p><p class="whs3">Hours: 9 a.m. - 7 p.m. (São 
 Paulo), M-F except holidays </p></li>
</ul>
<h2>MicroStrategy Online Support Site </h2>
<p class="whs3">The Online Support Site is a centralized location 
 to log cases, check the status of existing cases, access product documentation, 
 and search the Knowledge Base. The Online Support Site is located at 
<a 
 href="https://resource.microstrategy.com/Support/mainsearch.aspx">https://resource.microstrategy.com/support</a>. 
 </p>
<p class="whs3">The Online Support Site consists of an online 
 support system and the Knowledge Base.</p>
<p class="whs3">Because this site identifies users by login, 
 each Customer is presented with information specific to that Customer 
 only. The security of Customer information is important to us, so we have 
 taken the utmost care to ensure that no Customer will be able to access 
 another Customer's information. </p>
<p class="whs3">A MicroStrategy Internet account is required 
 to access the Online Support Site. Licensed customers and partners of 
 MicroStrategy may contact their organization's Support Liaison to request 
 an Internet Account. They may also contact MicroStrategy Technical Support 
 directly and provide the name of their referring Support Liaison. </p>
<p class="whs3">It is the Customer’s responsibility to notify 
 MicroStrategy if the Support Liaison terminates employment so that the 
 employee’s MicroStrategy Internet Account may be deactivated.</p>
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